topic Re: Game pass in Gaming

Game pass

Thomas9030 — Mon, 27 Apr 2026 08:24:43 GMT

Hi, I cancelled my Xbox game pass ultimate back in February which was through EE. However I’m still unable to manage my subscription through Microsoft as it says it’s managed by EE/BT. I’ve not had any charges for game pass from EE but I want my account to be unlinked from Microsoft so I can manage my Microsoft/xbox account myself please

Re: Game pass

Chris_S — Mon, 27 Apr 2026 10:34:16 GMT

Hi @Thomas9030

I'd recommend contacting us directly so a guide can help with fully unlinking your Xbox account for you.

Chris S

Re: Game pass

Thomas9030 — Mon, 27 Apr 2026 11:12:49 GMT

Hi Chris,

do you mean contact via telephone? As I’ve logged into my account and checked subscriptions and nothing is listed and tried the chat agent and no luck. Is there a particular team I’d need to speak to when i call?

Re: Game pass

Chris_S — Mon, 27 Apr 2026 11:45:35 GMT

That's right @Thomas9030

If you give us a call on 150 from your EE phone, a guide can help you with your query.

Chris S

Re: Game pass

Thomas9030 — Mon, 27 Apr 2026 14:01:15 GMT

Thanks Chris, I did call earlier and spoke to someone who didn’t know much about what I was asking but they have said there was a delay somewhere along the way and I should be able to manage the Microsoft account myself from the 2nd of May. If not to call them back. Do you know if there is a particular team that deal with the Xbox side of things just incase I have to call again of nothing changes from 2nd of may?

Re: Game pass

Katie_B — Mon, 27 Apr 2026 16:04:17 GMT

Hi @Thomas9030.

Thanks for getting back to us.

If nothing changes come May 2nd it would just be our customer care team that you would need to call.

Katie

Re: Game pass

Thomas9030 — Tue, 05 May 2026 07:37:27 GMT

Hi Katie, unfortunately nothing has changed as expected tbh. I really don’t want to spend another hour on the phone and be given an answer of it should cancel on may 2nd. Could you please suggest another route I could go ? I wouldn’t be able to call until the weekend now.

Re: Game pass

Katie_B — Tue, 05 May 2026 10:29:16 GMT

Hi @Thomas9030.

Thanks for updating us.

I am disappointed to hear this is still not resolved for you.

We have no account access here on the community to be able to look into this further, unfortunately this means another call would be required.

I understand how frustrating this must be and that you may wish to open a complaint. To do this please complete this online form and a member of our complaints team will be in touch.

Katie